Candidate J: Systems Engineer

Knowledge:

• ServiceNow

• Zscaler

• Microsoft Teams

• Active Directory

• LogMeIn

• Putty SSH

• Altiris

• SQL 

• Citrix

Career Excellence:

• Responsible for providing technical assistance and support related to computer systems, hardware, and software for all Aspen employees and outside contractors. 

• Provided support to end users via phone, email and Teams/Jabber chat. 

• Use of ServiceNow to track issues and requests. Identify, log and resolve technical problems and adhere to SLA’s. 

• Remote desktop tools used were MSRA, MS Teams, Cisco Jabber. Utilized control up to support virtual desktops and manage performance. 

• Usage of Active Directory for setting up new users, unlocking/resetting passwords, adding users to groups. 

• Troubleshoot and resolve Zscaler issues. 

• Supported iOS applications such as Outlook iOS, SecurEnvoy Authenticator, Microsoft Authenticator etc. 

• Supported wireless networks and LAN, peripheral devices such as printers, scanners, monitors & smart phones.

• Responsible for providing technical support during the global mail migration from Lotus Notes to Outlook for end user support. 

• Assisted users via phone, email, or WebEx for mailbox setup, profile and calendar issues, shared mailboxes/folders, permissions requests and how to instructions. 

• Set up users Outlook on mobile devices. Resolved and followed up with tickets in Service Now. Managed the ticketing queue.

• Responsible for providing technical assistance and support related to computer systems, hardware, or software for all Penn Mutual clients and brokers worldwide. 

• Provided after hour support on a rotating schedule. 95% phone support, 5% email. Configuration, installation and upgrading of Windows 7 pro and Office 2007/10. 

• Troubleshooting of hardware, software, printers, and home routers. Password resets, AD account creations and virus removal. 

• Use of VNC, LogMeIn and RDP for remote assistance. 

• Registry editing. Joining domains, putting machines on the network, making all machines adhere to company policies and compliance.                         

• Served as lead over a team of four analysts. 

• Managed tickets by means of Altiris. 

• Tasks included resolving level 2 technical issues and failures in a timely manner, automating application monitoring tools, and providing technical expertise for application support with use of VNC, Putty, Oracle 360, WebSphere , Shell,  and Island Pacific. 

• Responsible for new store builds and seeding of information for all Linux servers. 

• Provided analytical support to review profitability for other programs such as credit cards, gift cards, and check acceptance and related verification. 

• Prepared technical training and process documentation for support team. Attend weekly meetings to discuss new stores operations and technologies, upgrades and patches. 

• Responsible for all Neo Ware images.  

• Main contact for all business partners. Use of Active Directory for unlocking/resetting passwords.                                                               

• Technical support for over 3000 worldwide retail stores, which include 95% calls and 5%, emails a day for hardware, software, Trimax POS Software, upgrades, virus removals, polling/payroll issues, and procedural questions. Managed tickets via Magic software. 

• Responsible for all new store installations. 

• Responsible for weekly backups on Windows NT servers as well as Sun Servers. Tools used on a daily basis; PC Anywhere, DOS, Regedit, Audit Works for use of gift card liability, SQL, and Citrix.